Emirates offers 80 000 Skymiles for inconvenience caused due to technical error but passenger is unable to claim same

Original message -------- From: roccopolati ********** Date: 2017/06/29 15:07 (GMT+02:00) To: ********** ********** Subject: Delayed EK72/ 29 June 2017

To Whome it may concern

Our flight booking *** has reference. Our flight has been delayed for 2 hours due to technical reasons. My connecting flight from Rome to Brindisi via Alitalia will be missed and I will not be able to make the flight to Brindisi departing on 30 June 2017 at 09:20 from Rome due to the delay from South Africa to Dubai and Dubai to Rome. My bookking reference for Alitalia is EFRKMJ. We are 2 adults and 2 children travelling. Can you assist me making another booking as I cant afford another 4 tickets to Brindisi due to technical errors of Emirates. Who is going to be responsible for the expenses incurred as a result of delayed flights due to Emirates technical errors?

Kindly contact me urgently on **********

Rocco Polati

On Mon, Aug 21, 2017 at 10:31 AM, ********** com> wrote: Our Ref No: JNB/X/SG/210817/ **********

21 August 2017

Mr Rocco Polati

By email: **********

Dear Mr Polati,

I refer to the correspondence you have provided regarding your recent experience. I would like to thank you for taking the time and the trouble to detail your concerns. Please accept my apologies for the delay in replying to you and I do appreciate your patience in this matter. I welcome the opportunity to respond.

On behalf of Emirates, I would like to apologise for the unfortunate delay of flight EK762 from Johannesburg to Dubai, on 29 June 2017.

Our Daily Operations Report shows that this flight was delayed for 2 hours and 42 minutes due to Technical reasons.

I do agree that our passengers are inconvenienced when flights are delayed. Whilst we make every effort to transport passengers according to planned schedules, sometimes operational necessities/technical difficulties cause changes to these schedules. When this happens, we do our utmost to minimise passenger inconvenience.

I note from your correspondence that this delay caused you to misconnect your flight from Rome to Brindisi, and that you incurred additional expenses. Please allow me to clarify that this ticket was not booked in conjunction with Emirates flights, as only flights included within the fare basis shown on an Emirates ticket, i.e. a fare quoted and paid for all of the sectors regardless of the carrier, are considered conjunction tickets.

I would strongly recommend for future travel that you book through to your final destination within one booking rather than hold separate tickets. Should you experience a delay/change then your onward carriage is protected. By holding separate tickets, the delayed airline, regardless of the carrier, are not responsible for any onward carriage. Emirates is unable to assume liability for non-conjunction travel.

May I respectfully suggest that you contact your travel insurers who may be able to assist you further with this claim.

Mr Polati, whilst we cannot change what has occurred; it is never our intention for our customers to remain feeling disappointed. Therefore as a gesture of our goodwill, without prejudice or admission of liability, I will be pleased to offer you and your family booked under reference 'JSZR7S' 20,000 complimentary miles each, should you wish to join Emirates Skywards, our frequent flyer programme. This offer will be valid for a period of 90 days from the date of this letter.

To enrol as a Skywards member, you must complete the form on www.emirates.com, and please let me have your membership number so that I may credit the miles.

Thank you for bringing this matter to our attention and for allowing me to respond.

Yours sincerely

Solange Bagaria (Mrs)

Customer Affairs - Southern Africa

----- Forwarded message ---------- From: rocco polati ********** Date: Mon, Sep 4, 2017 at 8:40 AM Subject: Re: Emirates Ref. JNB/X/SG/210817/ ********** To: **********

Dear Mrs. Solange Bagaria,

Thank you for your e-mail dated 21 August 2017.

I have joined Emirates Skywards. My number is EK 558 053 753. Kindly inform me if there is anything else you need. Kindly confirm that you have transferred 80,000 miles to my account.

Regards

Rocco Polati

The above correspondence exchanged between Emirates was also noted on the complaint website to which I have lodged 2 (Two) complaints. No one is getting back to me. This is unacceptable behavior of an international airline company.